Principal Advanced Support Engineer, T3 Application
NetSuite Inc
Bucharest, Romania, RO
1 zi în urmă

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Principal Advanced Support Engineer, T3 Application-21000L1YApplicants are required to read, write, and speak the following languages : English

Preferred Qualifications

Educational Qualification / Experience

Bachelor’s degree in Computer Science, Engineering or related technical field

9+ years of proven professional and technical experience in Weblogic, Middleware - SOA or system administrator role.

Excellent verbal and written skills in English

RESPONSIBILITIES :

To manage and resolve Service Requests logged by customers (internal and external) on Oracle Weblogic and Middleware products and contribute to proactive support activities according to product support strategy and model

Owning and resolving problems and managing customer expectations throughout the Service Request / ITIL (IM, CM, PM) lifecycle in accordance with global standards

Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)

Create a RCA document after analyzing / fixing the issues

Contributing to Knowledge Management content creation and maintenance

Operating within Oracle business processes and procedures

Respond and resolve customer issues within Key Performance Indicator targets

Maintaining product expertise within the team

Developing and maintaining expertise around Middleware products like Weblogic, SOA, OIAM Suite and general applications support issues

Maintain an up-to-date and in-depth knowledge of new Oracle Middleware products released in the market for supported product

SKILLS & COMPETENCIES : Minimum technical skills :

General Oracle Weblogic administration and maintenance including Backup and Performance Tuning

Minimum working 6 years of experience in Weblogic environment

Weblogic upgrade / patching experience of 4 years

WLST skills

Atleast 1 project of Middleware (Weblogic) migration

Minimum working 2 years experience in HTTP server OHS

Operating system knowledge (Unix, Linux and / or Windows)

Basic DB and Networking concepts and knowledge

Desirable technical skills :

In depth Understanding of Oracle Weblogic, SOA administration and maintenance

Understanding of Oracle OEM

Middleware administration

Understanding of Oracle WLST

Deep understanding in shell scripting

Knowledge in OIAM suite (OAM, OID, OVD, OIM) would be an advantage

Knowledge in OEM, EPM Systems (Hyperion), Siebel would be an advantage

Knowledge in EBS would be an advantage

Working knowledge in Tomcat, Apache would be an advantage

Working knowledge in OCI / IAAS would be an advantage Personal competencies : Desire to learn, or expand knowledge, about Oracle Middleware products

Customer focus

Structured Problem Recognition and Resolution

Experience of contributing to a shared knowledge base

Experience of Support level work, like resolving customer problems and managing customer expectations, and escalations.

Communication

Planning and organizing

Working in shifts

Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs.

This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services.

A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.

As an Advisory Systems Engineer, you are expected to be an expert member of the problem-solving / avoidance team and be highly skilled in solving extremely complex (often previously unknown), critical customer issues.

Performing the assigned duties with a high level of autonomy and reporting to management on customer status and technical matters on a regular basis, you will be expected to work with very limited guidance from management.

Further, the Advisory Systems Engineer is sought by customers and Oracle employees to provide expert technical advice.

Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical / business skills in area of specialization.

Because of substantial customer interfacing, a demonstrated ability to work with customers on an independent basis with exceptional communication skills, while consistently achieving the absolute highest levels of customer satisfaction.

Both a Bachelor*s and Master*s degree in Computer Science, Engineering or equivalent experience 8 years related experience prior to taking this position.

In addition, experience with Oracle*s core products, applications, and tools.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process.

This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Location

RO-RO,Romania-Bucharest

Job Type

Regular Employee Hire

Oracle

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